It identified the leading group of banks for digital transformation in the sector:

Banco Santander

Bank of America

Barclays

BBVA

BNP Paribas

Citi

DBS Bank

Deutsche Bank

HSBC

JP Morgan Chase

RBS

Societe Generale

UniCredit

Wells Fargo

These banks once again scored highly, offering a wide range of digital portfolios and investing in the rapid development of technology and customer enablement.

Juniper Research Digital Transformation in Banking Readiness Index

Research author Nitin Bhas noted: “They were found to be in the mature phase of digital transformation, approaching the final stages of objectives as defined in their current roadmap. These players also lead in customer training and employee development programmes, with regards to digital technology.”

As these banks continue towards digital transformation, technology offerings are also becoming increasingly advanced. For example, chatbot offerings deliver a greater differentiation from a normal app experience, particularly where customer service is concerned. Juniper estimates customer service cost savings achieved through the deployment of conversational chatbot platforms will reach $4.5 billion by 2022.

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